CrownPlay Casino - Player claims that payment has been delayed.

I am a level 5 VIP with Crownplay. I made 2 withdrawals of $1200 each on the 13/07/2026. Both withdrawals were supposedly complete and sent to my nominated bank account. Upon waiting up to 7 business days as I was advised by the staff, I did not receive any funds in my bank account. I began to contact Crownplay casino through multiple sources such as email and live chat support. I have had VIP agents respond to me saying that the matter is being investigated, the payments were cancelled by my bank and other excuses that don’t sound true at all. I have made many withdrawals from this Casino before and never had a problem, however I have noticed very suspicious behaviour by the Casino since I was promoted to top tier VIP like a lack of support and emails being ignored and not receiving responses.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear dobronxx,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello Jean,

My account has been verified for quite a long time with this casino. Like I mentioned before, I have received multiple withdrawals from this Casino before without any complications of this sort. Today is also 13 days since I made the withdrawals so I doubt by midnight I will be receiving the funds in my bank account.

Hello Jean, I’m just wondering if there was any updates or further information received on this matter?

Dear dobronxx,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

I have received an email back from the Casino with the processing details of the withdrawals and information stating that the withdrawals have been completed on the Casino’s end. I have been asked to provide a bank statement to the Casino which I have already now sent so that they can investigate it further with the payment provider.

Thank you for the update. Please allow me to ask you a few questions so I can understand the situation.

• You mentioned that you have already had successful withdrawals before. How long do your withdrawals (using the same payment method) usually take to be processed?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

Hello,

The withdrawals I have made in the past have taken anywhere between 3 days to 7 days maximum.

I have completed all KYC quite some time ago.

My winnings were not accumulated through a bonus.

I will forward all relevant information to the email provided.

Dear dobronxx,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucka, (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello dobronxx,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear CrownPlay Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Player,

We understand your concern regarding your pending withdrawals, and our team is actively investigating the issue.

We are working to resolve this for you as quickly as possible and will notify you as soon as we have an update.

Thank you for your patience!

Kind regards,

CrownPlay Casino Team

Dear dobronxx,

Please follow the casino’s instructions and contact your bank or payment provider regarding the two transactions, using the reference numbers provided.

Kindly ask them to trace the transactions and let me know what response you receive. This information will help us assess the situation and determine our next steps accordingly.

Hello, I have already attended the bank in person with these reference numbers that were provided to me just today as I was advised by the agent I’m dealing with and there was absolutely nothing my bank could do for me because the money never came in to my account to begin with.

The bank has suggested to me that there has been an error by the third party payment provider.

This situation has stretched for over a month now and I have requested to have my account closed because I no longer want to deal with this.

Dear CrownPlay Casino Team,

Could you please advise what dobronxx should do next to locate the missing funds?

In addition, could you please confirm whether you have contacted your payment provider directly to trace both transactions and verify that the withdrawals were successfully processed and settled to the player's bank account?

If the payment provider confirms successful settlement, please provide any available supporting information that the player's bank can use to perform a trace, such as:

• Official proof of payment / payout confirmation;
• Payment provider transaction or trace ID;
• Bank/acquirer reference number, ARN, RRN, or equivalent reference, if applicable;
• Confirmation of the date on which the funds were actually settled;
• Confirmation that the transactions were not rejected, returned, reversed, or otherwise unsuccessful;
• Any available confirmation of the destination account/payment method to which the funds were sent.

Since the player's bank cannot locate either payment, we would appreciate it if you could escalate this matter to your payment provider and initiate a trace from the sender's side.

Please let us know the outcome of the payment provider's investigation and what further steps should be taken to locate the missing funds.

Dear Lucia,

Could you please take a look at the recent emails sent your way and provide an update when you get a chance? Thanks!

Kind regards,

CrownPlay Casino Team

Dear dobronxx,

Thank you for your patience while we’ve been looking into this for you.

CrownPlay has provided us with transaction details for the two $1,200 withdrawals you requested on 13/07/2026. Based on the information they supplied, both payments were processed and show as received on 14/07/2026.

As you’ve advised that the funds never reached your bank account, we’d like to look into this further. Could you please send us a bank statement for the account used for the withdrawals, covering the period from 13/07/2026 up to today?

The statement should show your name or enough account information to confirm it belongs to you, as well as the full transaction history for this period. You’re welcome to redact any sensitive details that aren’t relevant, such as part of your account number.

Please send the statement to lucia.s@casino.guru.

We appreciate your cooperation and understand how frustrating it is to be waiting for funds that you expected to receive. Once we have the statement, we’ll be able to continue reviewing the matter.

Dear dobronxx,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Lucia
Casino.Guru